Day Four - Main Conference And Expo: Thursday, June 27, 2019

View the brochure for more detailed information about sessions and everything else we have planned for CCW!

7:00 am - 7:45 am Check-In

8:00 am - 8:10 am OPENING REMARKS

Dan Rood, VP, Product Marketing at Genesys

Dan Rood

VP, Product Marketing
Genesys

Customer Contact Week is proud to turn 20 this year, and we are already looking forward to the next 20 years!  We ask you to support the continued growth and development of the content featured at CCW.  Join Michael DeJager, Principal Analyst of Customer Contact Week, to contribute ideas and topics to the development of CCW Vegas 2020.
Michael DeJager, Principal Analyst & Head of Production at Customer Management Practice

Michael DeJager

Principal Analyst & Head of Production
Customer Management Practice

8:10 am - 8:40 am TRANSFORMATION KEYNOTE From Party Crasher to Honored Guest: Becoming the Customer-Centric Champion Your Organization Needs

When Lance Gruner was recruited to focus B2B support processes at MasterCard, he felt like a party crasher.  Product lines operated independently, each with their own unique experience. There was no seat for neither him nor the customer at the table. 5 years on, Lance now leads B2B and B2C customer care, global CX and insights, engagement, and customer-centric culture transformation organization-wide. Discover how Lance went from party crasher to honored guest during this opening keynote:

  • Take a process-oriented approach to build the foundation for end-to-end CX 
  • Become the culture catalyst for customer centricity
  • How focusing vendor relationships contributes to holistic experience

Check out the full Event Brochure!
Lance Gruner, EVP, Global Customer Care at MasterCard

Lance Gruner

EVP, Global Customer Care
MasterCard

8:40 am - 9:20 am PANEL DISCUSSION: To Transform Your Business You Must Urgently Transform Customer Service

We are in an unprecedented time in history where the strategy to move the needle on CX is accelerating at a groundbreaking rate. In a customer's everyday life they use apps and platforms that provide great experiences, whether it is Siri in smartphones, recommendation engines on Amazon or facial recognition on apps like Facebook. This “consumerization” of strategic advances has created new customer expectations. And this is where the sense of urgency is coming from — your business must meet and exceed, or risk losing your customers to competitors who are innovating customer service to mimic the consumer experience. In this dynamic panel, hear how AI can be the catalyst for customer service transformation, deliver on metrics that matter and lead to better business for your company.


Scott Helmus, Chief Operating Officer at Magellan Health

Scott Helmus

Chief Operating Officer
Magellan Health

Hui Wu-Curtis, GM, Customer Operations & Strategy at Arizona Public Service

Hui Wu-Curtis

GM, Customer Operations & Strategy
Arizona Public Service

Jeff Allison, SVP, Global Contact Centers at Visa

Jeff Allison

SVP, Global Contact Centers
Visa

Meet the Customer  (throughout the expo hall)
Hear directly from the clients of our vendors at their booths. Participate in Meet the Customer, gamify vendor sourcing, and win prizes along the way.

Brilliance Clinics  (in the CCW Digital Lounge, center of the expo hall)
CCW’s top influencers make themselves available for consultations with CCW attendees.  Address your biggest customer contact challenges while onsite!  Take the opportunity to meet CCW influencer Jeremiah Webb.

Meet, Greet and Books Signings  (in the CCW Digital Lounge, center of the expo hall)
James Dodkins: 136 Ideas for Rockstar Employee Engagement
Annie Meehan:  The Pineapple Principle
Annie Meehan, Author, AM Speaking at CCW Influencer

Annie Meehan

Author, AM Speaking
CCW Influencer

James Dodkins, Founder and Customer Experience Rockstar at ROCKSTAR CX

James Dodkins

Founder and Customer Experience Rockstar
ROCKSTAR CX

Jeremiah Webb, President, Shop on Fire at CCW Infuencer

Jeremiah Webb

President, Shop on Fire
CCW Infuencer

10:40 am - 10:45 am Transition Time (5 minutes)

TIME BLOCK C
TRACKS OR INTERACTIVE DISCUSSION GROUPS
Attendees are provided their choice of 7 different tracks of content or participation in Interactive Discussion Groups. Attendees have the opportunity to participate in one time block of IDGs at CCW Vegas. IDGs are capped at 20 participants to maintain discussion intimacy and for optimal acoustics. Preselection of IDGs at registration is required to guarantee admittance. To learn more about IDGs, visit our IDG landing page.

Tracks (C)

People Stage: For Culture, Workforce and Human Resource Leaders

10:45 am - 10:50 am Track Host Opening Remarks


+ The CICARE practice model
+ How empathy can interact with a data-driven model
+ End-to-end empathy, and steps for enterprise-wide adoption
Catherine Hanson, Director of Patient and Family Councils at University of Miami, Miller School of Medicine

Catherine Hanson

Director of Patient and Family Councils
University of Miami, Miller School of Medicine

Safia Michel, Director of Patient Expense Innovation and Analytics at University of Miami, Miller School of Medicine

Safia Michel

Director of Patient Expense Innovation and Analytics
University of Miami, Miller School of Medicine

Process Stage: For Contact Center Operational Leaders

10:45 am - 10:50 am Track Host Opening Remarks


Alice Deer, Senior Experiential Marketing Manager at Genesys

Alice Deer

Senior Experiential Marketing Manager
Genesys

Process Stage: For Contact Center Operational Leaders

10:50 am - 11:20 am Unskippable: How To Purposely Attract Lifetime Customers
  • How today’s "belief driven buyers" want you to care and lead a movement for change
  • A new approach for marketing and branding efforts
  • Understand current future buyers to purposely attract lifetime customers

Unskippable book signing at 12:30pm.
Jim Kukral, Author, Unskippable at CCW Influencer

Jim Kukral

Author, Unskippable
CCW Influencer

Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

10:45 am - 10:50 am Track Host Opening Remarks


Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

10:50 am - 11:20 am Customer Relationship Management, from Plan to Execution
+ Design a CRM plan from a customer-centric viewpoint
+ The importance of inter-system compatibility
+ Leverage agile methodology throughout implementation
Kelly Marshall, Senior Director, Business Architecture & Digital Servicing Integrations at Banner Health

Kelly Marshall

Senior Director, Business Architecture & Digital Servicing Integrations
Banner Health

Foundations Stage: For Up-and-Coming Contact Center Leaders (Managers and Supervisors)

10:45 am - 10:50 am Track Host Opening Remarks


Linda Kruse, Corporate Spokesperson at Edify Labs, Inc.

Linda Kruse

Corporate Spokesperson
Edify Labs, Inc.

Foundations Stage: For Up-and-Coming Contact Center Leaders (Managers and Supervisors)

10:50 am - 11:20 am Understanding the Impact of Robotic Process Automation (RPA) on Agent Engagement
During this session you’ll hear from Rini Fredette from PSCU and Matthew Storm from Jacada as they review the impact of RPA on the contact center at PSCU.  Come to hear how the PSCU is changing contextual agent guidance and unifying the agent desktop experience into a single application, while improving the overall contact center agent experience.  Key metrics and agent engagement discussion points will include:
  • Reducing overall agent talk time by providing a better experience on the desktop
  • Improving metrics such as member experience, quality scores, FCR, handled time, upselling and more
  • How agent scripting and guidance plays a role in digital self-service adoption
  • Impact of agent engagement initiatives on training, agent retention and customer satisfaction 



Matthew Storm, VP Marketing at Jacada

Matthew Storm

VP Marketing
Jacada

Rini Fredette, SVP, Contact Center Operations at PSCU

Rini Fredette

SVP, Contact Center Operations
PSCU

CCW Innovation Lab: For Contact Center Strategy Leaders

10:45 am - 10:50 am Track Host Opening Remarks


Erin Wilson, Director of Solution Consulting, East at Five9

Erin Wilson

Director of Solution Consulting, East
Five9

CCW Innovation Lab: For Contact Center Strategy Leaders

10:50 am - 11:20 am Dusting off the Data: Curate Personalized Experiences with Existing Customer Information
+ Customer service organizations of all types and sizes are evaluating how AI can help them meet customer satisfaction and efficiency goals
+ How GoDaddy is relying on Google Cloud AI in its customer service operations, why and how it took that approach, and its results thus far



Mira Lynn, Manager, Conversational AI at GoDaddy

Mira Lynn

Manager, Conversational AI
GoDaddy

Toby Tobkin, Technical Solutions at Google Cloud

Toby Tobkin

Technical Solutions
Google Cloud

Dan Aharon, Product Manager at Google Cloud

Dan Aharon

Product Manager
Google Cloud

CCW EXECUTIVE CLUB: For Contact Center Executives (Director-level and above)

10:45 am - 10:50 am Track Host Opening Remarks


Neil Hooper, Senior Marketing & Product Manager at Poly

Neil Hooper

Senior Marketing & Product Manager
Poly

CCW EXECUTIVE CLUB: For Contact Center Executives (Director-level and above)

10:50 am - 11:20 am How to Manage BPO’s and Complex Vendor Operations Globally and Locally
  • How to create a strategic BPO partnership for relationship building
  • Provide the appropriate training and knowledge base with your BPO’s and Vendor Operations teams
  • Coping with explosive growth and how to scale locally and globally
Lisa Stoner, Global Head of Support Operations at Uber

Lisa Stoner

Global Head of Support Operations
Uber

CCW UNIVERSITY: For Training, Learning and Development Leaders

10:45 am - 10:50 am Track Host Opening Remarks


Christopher Mulligan, Chief Executive Officer at TalentKeepers

Christopher Mulligan

Chief Executive Officer
TalentKeepers

CCW UNIVERSITY: For Training, Learning and Development Leaders

10:50 am - 11:20 am Fireside Chat: Coaching for Leadership Development in the Contact Center

Cheryl China, SVP Escalations at Citizens Bank

Cheryl China

SVP Escalations
Citizens Bank

Michael DeJager, Principal Analyst & Head of Production at Customer Management Practice

Michael DeJager

Principal Analyst & Head of Production
Customer Management Practice

11:20 am - 11:25 am Transition Time (5 minutes)

People Stage: For Culture, Workforce and Human Resource Leaders

11:25 am - 11:55 am Pushing the Envelope in a Changing Workforce
  • How to build a workforce culture with the next generation of customers
  • Steps for executive buy-in to champion illuminating inclusiveness and diversity to demonstrate the why behind this drive
  • Measuring your employees experience with transparent and direct conversations
Calvin St. Juste, Global Fraud COO at Morgan Stanley

Calvin St. Juste

Global Fraud COO
Morgan Stanley

Process Stage: For Contact Center Operational Leaders

11:25 am - 11:55 am Millennials As Customers: Serving–And Profiting From–The Largest Generation In History
+ The millennial generation will soon represent the largest buying power in the marketplace
+ Business preparation to service, profit and develop loyalty with millennials
+ Micah shares his renowned research and writing on the subject in collaboration with Forbes.com

Brought to you by:
Nextiva

Your Customer Is The Star book signing at 12:30pm.

Micah Solomon, Author at Your Customer Is The Star

Micah Solomon

Author
Your Customer Is The Star

Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

11:25 am - 11:55 am How AirAsia's CX is Taking Flight with Ada's Chatbot
+ Discover what strategies AirAsia took to decrease their wait times from almost an hour to less than a minute --  just weeks after introducing automated customer support
+ Learn how the airline is saving millions in overhead costs by automating both answers and actions with highly-personalized experiences
+ Explore the future of automated customer experience (ACX) and why self-service is quickly becoming core to brand differentiation



Adam Geneave, Chief Customer Happiness Officer at AirAsia

Adam Geneave

Chief Customer Happiness Officer
AirAsia

Ruth Zive, Head of Marketing at ADA

Ruth Zive

Head of Marketing
ADA

Foundations Stage: For Up-and-Coming Contact Center Leaders (Managers and Supervisors)

11:25 am - 11:55 am From the Ground Up: Build the Business Case for CX
  • Convincing senior leadership the importance of the contact center
  • How to leverage the right data to tell the story
  • Prioritize people, process and technology as you build your CX vision
Kim Rosenlund, Vice President of Marketing and Customer Experience at United Dental Partners

Kim Rosenlund

Vice President of Marketing and Customer Experience
United Dental Partners

CCW Innovation Lab: For Contact Center Strategy Leaders

11:25 am - 11:55 am Get Customers to Answer the Phone Again
  • Customers know who is calling and why the call is happening
  • Brands heighten loyalty and establish a trusted consumer experience
  • Consumer engagement and answer rates improve the business


Scott Ballantyne, Chief Marketing Officer at First Orion

Scott Ballantyne

Chief Marketing Officer
First Orion

CCW EXECUTIVE CLUB: For Contact Center Executives (Director-level and above)

11:25 am - 11:55 am Four Key Transformations to Become the Future Contact Center
  • Methodologies in your toolbox: lean, agile, design thinking
  • Develop a future-oriented vision
  • Take a digital first approach to all customer interactions
Richard Charette, AVP, Digital Experience Design (DXD) - WF Virtual Channels at Wells Fargo

Richard Charette

AVP, Digital Experience Design (DXD) - WF Virtual Channels
Wells Fargo

CCW UNIVERSITY: For Training, Learning and Development Leaders

11:25 am - 11:55 am Teach Your Team the 6 Techniques for Spectacular Customer Service
+ Transforming a transaction into a relationship
+ How relationships result in a measured increase in loyalty and retention
+ Walk away with actionable takeaways to teach your team immediately

Caddy Tales book signing at 12:30pm.
Scotty Werner, Author at Caddy Tales

Scotty Werner

Author
Caddy Tales

11:55 am - 12:00 pm Transition Time (5 minutes)

People Stage: For Culture, Workforce and Human Resource Leaders

12:00 pm - 12:30 pm Thanks for Coming In Today: Creating a Culture Where Employees Thrive and Customer Service Is Alive
  • Unforgettable experiences generate customer loyalty and competitive advantage
  • Customer experience starts with employee experience
  • Key themes to cultivate a corporate culture that is customer- and employee-centric

Thanks for Coming in Today book signing at 12:30pm.
Charles Ryan Minton, Author, Thanks for Coming in Today at CCW Influencer

Charles Ryan Minton

Author, Thanks for Coming in Today
CCW Influencer

Process Stage: For Contact Center Operational Leaders

12:00 pm - 12:30 pm Combat Fraud: Fundamentals In CX and Security
+ How to evolve and adapt in the rapidly changing digital landscape
+ Blend authentication and fraud prevention to effectively engage with customers in your organization
+ Bridge silos for executives who understand security breaches and contact center leaders who understand CX

Calvin St. Juste, Global Fraud COO at Morgan Stanley

Calvin St. Juste

Global Fraud COO
Morgan Stanley

Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

12:00 pm - 12:30 pm Redefining Transformation by Leveraging Digital Tools, Employee Engagement and Marketing Best Practices
+ Leverage digital platforms and technologies for employee engagement
+ Incorporate marketing and communication activities to support your strategy
+ Workforce of the future as critical for transformation success

Scott Helmus, Chief Operating Officer at Magellan Health

Scott Helmus

Chief Operating Officer
Magellan Health

Foundations Stage: For Up-and-Coming Contact Center Leaders (Managers and Supervisors)

12:00 pm - 12:30 pm CX Design: Create Trustworthy Experiences for Your Complex Customers
+ Tactics to scale growth and innovation to create a pattern for trust
+ Step by step problem solving process using comparative analysis and framework to identify pain points
+ How experience research helps you better understand your customers journey 
Reality Canty, Experience Researcher at Airbnb

Reality Canty

Experience Researcher
Airbnb

CCW Innovation Lab: For Contact Center Strategy Leaders

12:00 pm - 12:30 pm Creating and Measuring Great Omnichannel Journeys
+ Keys for creating a single continuous conversation across emerging channels like bots, FB Messenger as well as traditional channels like text, chat, voice, email
+ Case study examples/use cases of innovative companies offering omnichannel journeys
+ Keys for measuring omnichannel journeys to address issues "in the moment"
+ Discuss best practice QM metrics across all channels and journeys - Sentiment, CSAT/NPS by Channel, Journey Type, and Customer Segment



Ted Hunting, SVP, Marketing at Bright Pattern

Ted Hunting

SVP, Marketing
Bright Pattern

CCW EXECUTIVE CLUB: For Contact Center Executives (Director-level and above)

12:00 pm - 12:30 pm What is your Contact Center Retention Strategy?
+ How Dow Jones invested 4 years in transforming agent retention
+ The power of pivoting from cost center to value generator
+ Sociological aspects of a larger retention strategy
Thom San Filippo, VP, Customer Service and Experience Design at Dow Jones

Thom San Filippo

VP, Customer Service and Experience Design
Dow Jones

CCW UNIVERSITY: For Training, Learning and Development Leaders

12:00 pm - 12:30 pm Guiding Rules for EPIC Customer & Employee Experience
+ Explain the 4 things (E.P.I.C) customers want
+ Specify the 4 things (T.I.M.E) employees need to deliver great customer experiences
+ Showcase real-life examples to keep customer experience EPIC and give employees TIME

Alex Mead, Global Customer Service, Experience & Operations Director at Edrington & ATPI

Alex Mead

Global Customer Service, Experience & Operations Director
Edrington & ATPI

Meet, Greet and Book Signings   (in the CCW Digital Lounge, center of the expo hall)
Jim Kukral: Unskippable
Charles Ryan Minton: Thanks for Coming in Today
Scotty Werner: Caddy Tales

Brilliance Clinics  (in the CCW Digital Lounge, center of the expo hall)
CCW’s top influencers make themselves available for consultations with CCW attendees.  Address your biggest customer contact challenges while onsite!  Take the opportunity to meet CCW influencer Martha Brooke.

Jim Kukral, Author, Unskippable at CCW Influencer

Jim Kukral

Author, Unskippable
CCW Influencer

Charles Ryan Minton, Author, Thanks for Coming in Today at CCW Influencer

Charles Ryan Minton

Author, Thanks for Coming in Today
CCW Influencer

Scotty Werner, Author at Caddy Tales

Scotty Werner

Author
Caddy Tales

Martha Brooke, Chief CX Analyst & Founder, Interaction Metrics at CCW Influencer

Martha Brooke

Chief CX Analyst & Founder, Interaction Metrics
CCW Influencer

1:20 pm - 1:25 pm Transition Time (5 minutes)

TIME BLOCK D
TRACKS
Attendees are provided their choice of 4 different tracks of content

Tracks (D)

People Stage: For Culture, Workforce and Human Resource Leaders

1:25 pm - 1:30 pm Track Host Opening Remarks


People Stage: For Culture, Workforce and Human Resource Leaders

1:30 pm - 2:00 pm A Human-Centered Approach to Employee Engagement
  • Overview of the design thinking mindset
  • How tools like empathy and journey mapping are low hanging engage fruit
  • Engage employees to engage customers
Bob Azman, Chairman of the Board at CXPA

Bob Azman

Chairman of the Board
CXPA

Process Stage: For Contact Center Operational Leaders

1:25 pm - 1:30 pm Track Host Opening Remarks


Alice Deer, Senior Experiential Marketing Manager at Genesys

Alice Deer

Senior Experiential Marketing Manager
Genesys

Process Stage: For Contact Center Operational Leaders

1:30 pm - 2:00 pm Why “Wow-ing” Customers is Overrated
+ World-class service, speed and efficiency doesn’t have to be about a “wow” factor
+ Delivering customer experience while also delivering the best value for shareholders
+ Three strategic objectives: associate experience, customer experience, productivity and efficiency

Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

1:25 pm - 1:30 pm Track Host Opening Remarks


Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

1:30 pm - 2:00 pm Best Practices in Authoring Technical Content to Support the Agent and Customer Experience
  • Nuances of user-centric technical writing
  • How knowledge products are best integrated into existing technology both internally and externally
  • Differences in agent-facing or customer-facing content
Jonathan Pritchard, Product Writer, Trainer at 365 Cannabis

Jonathan Pritchard

Product Writer, Trainer
365 Cannabis

Foundations Stage: For Up-and-Coming Contact Center Leaders (Managers and Supervisors)

1:25 pm - 1:30 pm Track Host Opening Remarks


Linda Kruse, Corporate Spokesperson at Edify Labs, Inc.

Linda Kruse

Corporate Spokesperson
Edify Labs, Inc.

Foundations Stage: For Up-and-Coming Contact Center Leaders (Managers and Supervisors)

1:30 pm - 2:00 pm Employ Systems Thinking to Optimize Service Delivery
  • Why the contact center has never been more important
  • Fundamentals of a systems approach
  • Case study in addressing attrition factors first
Jamie Lancaster, VP, Contact Centers and G&A Expense Optimization at Kroger

Jamie Lancaster

VP, Contact Centers and G&A Expense Optimization
Kroger

2:00 pm - 2:05 pm Transition Time (5 minutes)

2:05 pm - 2:35 pm Why Outsourcing Is Still Viable Amidst Digital Transformation

+ How outsourcing remains relevant amidst digital transformation 
+ Why is nearshoring still important
+ Benefits of outsourcing opportunities in the Caribbean
Andrew Fazio, Director, BPO & Hospitality at C&W Business

Andrew Fazio

Director, BPO & Hospitality
C&W Business

Shane Angus, Manager, Knowledge Services at JAMPRO

Shane Angus

Manager, Knowledge Services
JAMPRO

2:05 pm - 2:35 pm A New Metric Mindset: Why Metrics Must Align with the Desired Experience

  • Identify actions that drive the experience
  • Benefits of redesigning actions, from cost savings to CSAT
  • How realigned metrics will lead to reduced attrition
Nina Gines, Director, Member Services at CerpassRx

Nina Gines

Director, Member Services
CerpassRx

2:05 pm - 2:35 pm Mastering Change Management: From Spreadsheets to Salesforce

+ Manage technology expectations when shifting to new
systems
+ Sell the vision of improved process to employees to
foster engagement
+ Provide visibility behind reasons for change to build 
James Kowalczyk, Senior Director, Patient Admissions at Fresenius Medical Care

James Kowalczyk

Senior Director, Patient Admissions
Fresenius Medical Care

2:05 pm - 2:35 pm A3 Problem-Solving and Continuous-Improvement for the Contact Center

  • Applying lean application and lean thinking methods for reduced call times and re-education
  • Leveraging agent empowerment for agent motivation
Joshua Tye, Director, Customer Experience at Compass Group

Joshua Tye

Director, Customer Experience
Compass Group

2:35 pm - 2:40 pm Transition Time (5 minutes)

2:40 pm - 3:10 pm Hiring and Retaining the Millennial Generation

+ The secret behind Johnston & Murphy's 90% retention rate
+ Creating an environment conducive to employee engagement to meet personal paradigms
+ How to hit the right levers when on-boarding new hires in an effective and meaningful way
Leigh Roach, Customer Service Manager at Johnston & Murphy

Leigh Roach

Customer Service Manager
Johnston & Murphy

2:40 pm - 3:10 pm Process Improvement Tools for the Contact Center and Beyond

  • Tools at your disposal: lean process development, Kaizen, etc.
  • How to work collaboratively across departments for process optimization
  • Identify the low hanging fruit to gain momentum
Patrick Ebrahimian, Director of Transformation at UnitedLex

Patrick Ebrahimian

Director of Transformation
UnitedLex

2:40 pm - 3:10 pm How to Get Started with Social CX

+ View social media as a customer engagement tool
+ How social fits in to your broader CX strategy
+ Social interactions in complex or regulated industries

Russel Lolacher, Web and Social Media Services Expert at CCW Influencer

Russel Lolacher

Web and Social Media Services Expert
CCW Influencer

2:40 pm - 3:10 pm How to Take Customer Insights to the Next Level

+ Methods for VoC data collection beyond traditional surveys
+ Operationalize data with organizational partners for continuous improvement
+ Best practices in relationship building to overcome silo barriers

Brad Prescott, Senior Manager, Customer Experience at Asurion

Brad Prescott

Senior Manager, Customer Experience
Asurion

3:10 pm - 3:15 pm Transition Time (5 minutes)

3:15 pm - 3:30 pm FINAL NETWORKING BREAK IN THE EXPO HALL

3:30 pm - 4:00 pm CUSTOMER CONTACT WEEK PRIZE DRAWING

From a car to cash prizes and everything in between, the CCW expo hall prize drawing is the icing on top of an action-packed week!  You must be present to win.

4:00 pm - 4:45 pm CLOSING KEYNOTE: The Magic of Winning

Magic Johnson’s 13-season NBA career with the Lakers and business endeavors post-NBA are testament to the fact that winning in everything is tied to both strategy and hard work. Not only must you have a differentiated strategy for success, but you also must deliver on that strategy. In this dynamic closing keynote address, Magic delivers some of his keys to magical wins and how to turn wins into a culture of stakeholder engagement.
Earvin "Magic" Johnson, Chairman & CEO at Magic Johnson Enterprises

Earvin "Magic" Johnson

Chairman & CEO
Magic Johnson Enterprises

4:45 pm - 5:30 pm Magic Johnson Meet & Greet

Earvin "Magic" Johnson, Chairman & CEO at Magic Johnson Enterprises

Earvin "Magic" Johnson

Chairman & CEO
Magic Johnson Enterprises

5:30 pm - 5:30 pm Main Conference Concludes

View the brochure for more detailed information about sessions and everything else we have planned for CCW!